MS Dynamics CRM is a Customer Relationship Management software by Microsoft. Browse through the contents of the program.
| MS Dynamics CRM Course Outline |
| Navigating Microsoft Dynamics CRM |
| Working with Microsoft Dynamics CRM in Outlook |
| Creating personalised CRM views |
| The functionality of Dynamics CRM modules |
| The relationship between account, contact and lead records |
| How to search and find data |
| Creating and managing CRM records and activities |
| Progressing sales prospects from a lead to order |
| Tracking customer service issues using CRM cases |
| Using CRM dashboards |
| Introducing the core CRM record types used in Sales Management |
| Qualifying and disqualifying leads and opportunities |
| Working with CRM product tables |
| Creating sales quotes and orders |
| Using CRM lists, views and dashboard charts to review sales data |
| Customising CRM sales reports, charts and dashboards |
| Applying automated sales workflows |
| Using goal tracking to measure performance |
| Introducing CRM marketing campaigns |
| Building and managing CRM marketing lists |
| Creating marketing campaigns & quick campaigns |
| Developing campaign templates |
| Importing leads |
| Capturing campaign responses |
| Assigning campaign activities |
| Working with & editing campaign reports & dashboards |
| Creating & managing marketing goals |
| Getting Started with Service Management |
| Tracking service cases |
| Working with cases in the service list |
| Using service dashboards & charts |
| Understanding case queues & case routing |
| Configuring automated service emails |
| Automated case escalation and service level agreements |
| Using CRM dialogs for service scripts |
| Using the CRM knowledge base module |
| Configuring service goals |
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